The Technical Support Specialist is responsible for providing application and hardware support for the SkyBitz customer base via the phone an email. The Technical Support Specialist will be responsible for answering basic application and hardware questions related to GPS functionality, software navigation, configuration and reporting. They will provide tier-level triage of reported issues and identifying solutions to work. $29.00 - $34.30/hr Tier 1 staff members are responsible for receiving initial contact from customer, providing acknowledgement of receipt, and performing analysis toward resolution. Analysis will be limited to recreating the issue, reviewing current configurations and evaluating hardware issues. If resolution cannot be achieved through workarounds, data/product manipulation, and/or configuration changes, Tier 1 will escalate to Tier 2 for further technical review. At this time Tier 1 relinquishes responsibility and accountability for customer to Tier 2. If it is determined that the resolution to the issue involved a base code/firmware bug fix, the Tier I Technical Support Specialist may work with engineering directly to resolve. In this case, the responsibility of the Support ticket will remain with the Tier I, who will monitor the issue with engineering for updates and resolution. Additional Duties and Responsibilities: * Process in-bound calls, research support tickets placed through email and phone and manage resolution of technical issues. * Understand and educate customer callers on various system functions * Troubleshoot specific system operational problems encountered by customers and attempt to provide immediate solutions * Provide resolutions and/or workarounds to customer * Document all activity in the associated case * Inform appropriate departments of certain requests that are initiated by customer, but cannot be performed by customer care * Work with other departments (Engineering, Customer Experience) to resolve customer issues. * Provide excellent client management, responsive follow through, and communication of client issues within the impacted internal teams * Manage queue on a daily basis by prioritizing tickets, updating status, and documenting all action taken. * Prioritizing numerous issues of varying severity, and effectively manages the resolution of all issues within accepted agreements. * Seek escalation at appropriately defined times * Ownership of the data entered into the Sales Force ticketing system and appropriately updating both client and SkyBitz teams of status of all issues on a timely basis * Collaborate extensively with peers, and developers to resolve client issues while improving the effectiveness of the team and the information available to our clients * Follow-up with customer to ensure resolution meets customer requirements and expectations * Ability to interact with customers and team members with professionalism and maturity * Perform special projects and other duties as assigned * Provide updates to resolution status based on defined process and SLAs while the ticket is owned by Tier 1 * Ensure that customers are getting value from Customer Support by having a professional attitude, regular follow-up, and proactive communication of issues to management * Become knowledgeable on all application and hardware functionalities by working with local product experts on targeted areas Qualifications * 3 - 5 years Software Customer Support experience * Experience in a self-directed work environment * Demonstrated ability to research and resolve problems using a variety of resources and tools * Strong verbal and written communication skills * Ability to clearly and effectively present information and respond to questions from groups within and outside the company, especially through telephone conversation. * Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists * M2M industry knowledge * Working knowledge of SQL preferred * Good organization skills, with ability to properly document and track information * Fast learner with intellectual curiosity to understand complex applications * Ability to work with others to resolve problems * Ability to communicate information well to customers, management, and co-workers verbally and in writing. * Ability to make satisfied customers a priority; polite and courteous to all and able to handle difficult customers with respect. * Problem solving skills with ability to research problems and search for solutions. * Must be dependable with good attendance record and work habits to provide coverage to a 24x7 production system